Indonesian Journal of Educational Review Available online at

p-ISSN 2338-2017 | e-ISSN 2335-8407 http://pps.unj.ac.id/journal/ijer

Vol. 4, No.2 , Desember 2017, p 136-143

THE INFLUENCE OF ACADEMIC CULTURE, ORGANIZATIONAL COMMUNICATION

CLIMATE, QUALITY OF SERVICE AGAINST CUSTOMER SATISFACTION AT HIGH
SCHOOL TRANSPORTATION MANAGEMENT

R. Ervin Agung Priambodo1, Thamrin Abdullah2, Maruf Akbar3

PT. Proven Force Indonesia & Executive Director ICED Institute Soho Building.
State university of jakarta
State University of jakarta
ervin_apriambodo@yahoo.co.id
thamrinabdullah@unj.ac.id
marufakbar@unj.ac.id

Abstract

The purpose of this research is to determine the influence of academic culture,

organizational communication climate, and service quality to customer satisfaction at Trisakti High
School of Management Transportation Jakarta (STMT Trisakti Jakarta). This research tries to
answer the problems that can give influence to customer satisfaction. The research was conducted at
Trisakti High School of Management Transportation Jakarta with a population of 1,203 people, and
a sample of 177 people all of whom are STMT Trisakti students in the sixth semester. This research
uses quantitative approach with path analysis method. Hypotheses in this study show: (1) academic
culture has a direct positive effect on customer satisfaction, (2) organizational communication
climate has a direct positive effect on customer satisfaction, (3) service quality has positive direct
effect on customer satisfaction, (4) academic culture has direct effect Positive to the quality of
service, (5) organizational communication climate has a direct positive effect on service quality.
Therefore, to improve customer satisfaction of customer satisfaction at STMT Trisakti Jakarta, must
improve academic culture, organizational communication climate, and service quality.

Keywords : Academic culture, organizational communication climate, service quality, and customer
satisfaction.

Globalization has created an open competition system in all areas including in the education
sector. In the education sector, especially with the advancement of information technology has
brought the process of acceleration in the development and progress of education and research.
Advancement of science and technology accompanied by the increasingly tight globalization of the
world bring its own impact to the world of education. Therefore, the institution of higher education
must be able to prepare itself in the face of competition. To achieve this, each university institution
must be able to pay attention to the implementation of services within an integrated system to realize
its own internal quality, including Trisakti Transportation High School Management (STMT).
Trisakti School of Transportation Management (STMT) is one of the universities in
Indonesia which is undergoing rapid development process. Based on the vision of "Being a Global
Reputable Higher Education", the basic idea of STMT Trisakti thinks far ahead to be able to compete
and achieve progress towards a more advanced. With the increasingly sharp competition of the
university, motivating STMT Trisakti to continuously improve its quality and quantity as well as
services provided to the students as the main customers in creating more satisfaction so as to survive
and even win the competition.
But creating satisfaction to students has not been achieved well. There are still many services
provided by STMT Trisakti less satisfying students. Internal research conducted by STMT Trisakti
found several problems, such as inadequate facilities problem (such as, less motorcycle parking area,
lack of greening, toilets that are not clean / dirty, wifi connection is not maximal and inadequate class
facilities ) as well as security issues in a still weak campus environment.

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 Theoretically, Arief explained that customer satisfaction is customer expectation
(expectation), with perception of service received (reality experienced). The definition concerns the
component of expectation satisfaction (expectations and perceived performance / results). Generally
a customer's expectation is an estimate or a customer's belief about what he or she will receive when
he buys or consumes a product (goods or service).
Creating a sense of customer satisfaction is a goal that service providers always want to
achieve. Therefore, customer expectation of satisfaction must be considered and realized. Customer
satisfaction in universities is a dependent factor because there are several factors that influence it,
such as academic culture factor, organizational communication climate and service quality.
First, the academic culture. Associated with the notion of academic culture expressed by
Shen and Tian that:
Academic culture on campus is actually the external manifest of the common values, spirits,
behavior norms of people on campus who are pursuing and developing their study and
research. This kind of culture can be embodied in the rules and regulations, behavior
patterns and the material facilities. It mainly consists of academic outlooks, academic spirits,
academic ethics and academic environments.

The statement explains that the academic culture on campus is actually an external reflection
of the shared values, spirit, norms of behavior of people on campus who teach and develop studies
and research. Such a culture can be manifested in rules and regulations, behavior patterns and
material facilities. Academic culture can be seen from academic view, academic spirit, academic
ethics and academic environment. Academic culture can be measured using indicators: common
identity, rules, teaching, study development, consistency and tradition (Heinle & Heinle, Xi Shen &
Xianghong Tian, Kings College London).
Second, the climate of organizational communication. Wayne and Don say that the climate of
organizational communication is the perceptions of the organizational elements and the influence of
these elements on communication. This influence is defined, agreed upon, developed and
strengthened on an ongoing basis through interaction with other members of the organization. This
influence produces guidelines for individual decisions and actions, and affects messages about the
organization. The climate of organizational communication can be measured using indicators:
atmosphere, interaction, information exchange, openness, passion and understanding (John O.
Greene, Brant R. Burleson, R. Wayne Pace, Don F. Faules, Praser P. Seitel, Fadly Pangumpia,
Peter Hartley).
Third, the quality of service. Wibowo said that the quality of service can be interpreted as an
action to meet customer needs with attention to customer expectations, as well as conducted services
that totality both the form of display and characteristics of products or services with all its ability to
satisfy customers.
Based on the above description, this research is generally aimed to test and analyze: (1) direct
influence of academic culture on customer satisfaction, (2) direct influence of organizational
communication climate to customer satisfaction, (3) direct influence of service quality to customer
satisfaction, (4) direct influence of academic culture on service quality, (5) direct influence of
organizational communication climate on service quality.

METHOD
This research uses quantitative associative approach with hypothesis testing using path
analysis method and data collection technique in the form of instrument to 177 semester VI student at
Trisakti High School of Transportation Management (STMT) taken with simple random sampling
technique. Instrument used to get data of academic culture variable, organizational communication
climate, service quality and customer satisfaction. Before the instrument is used in research, first

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tested to determine the validity and reliability. Valid and reliable instruments are used to collect
research data in the field. Path analysis is used to determine the influence between variables
according to model. Data analysis includes data descriptions and linearity tests. Path analysis
includes model analysis, hypothesis testing and determination of level of influence.

RESULT AND DISCUSSION

Data Description
Initial stages in the results of this study is by data descriptions of each variable in the study of
academic cultural variables, organizational communication climate, service quality and customer
satisfaction. The condition of each variable is expressed by using descriptive statistics which include
the centralizing and spreading of the data. Data centering sizes include mean (mean), mode (mode),
and median values. Data distribution sizes include range, standard deviation and data variance. For
description descriptions of data, each variable is presented in the frequency distribution and
histogram graph.
Summary of Descriptive Statistics
X1 X2 X3 Y
Valid 177 177 177 177
Missing 0 0 0 0
Mean 108.04 105.21 105.15 118.15
Median 107.00 104.00 105.00 120.00
a
Mode 107 98 98 108
Std. Deviation 17.340 18.400 12.177 13.555
Variance 300.675 338.545 148.278 183.740
Range 88 88 53 59
Minimum 56 51 81 81
Maximum 144 139 134 140
Sum 19123 18623 18612 20912
a. Multiple modes exist. The smallest value is shown

Testing Requirements Analysis

1. Normality Test
The data used in compiling the regression model must satisfy the assumption that the data is
from a normally distributed population. The assumption of normality basically states that in a
regression model must be normally distributed.
If the value of Lhitung ≤ Ltable value, then the estimated error data of Y over X is normally
distributed, otherwise if the value of Lcount> Ltable value, then the estimated error data Y over X is
not normally distributed.
Summary of Calculation Test Result of Est. Normal Error

No Estimated error N LCount Ltable Description

1 Y OnX1 177 0,058 0,067 Normal
2 YOn X2 177 0,049 0,067 Normal
3 Y On X3 177 0,062 0,067 Normal
4 X3 On X1 177 0,069 0,077 Normal
5 X3 On X2 177 0,046 0,067 Normal

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2. Test of Significance and Linearity of Regression
Summary of Significance Test Results and Regression Linearity Test

Variable Significant Linearitas

No Description Description
Tested FCount Ftable FCount Ftable
1. Y atas X1 64,971 3,89 Significant 1,160 1,36 Linear
2. Y atas X2 76,075 3,89 Significant 1,317 2,17 Linear
3. Y atas X3 58,804 3,89 Significant 1,399 2,17 Linear
4. X3 atas X1 60,269 3,89 Significant 1,076 1,36 Linear
5. X3 atas X2 58,982 3,89 Significant 0,832 1,36 Linear

Hypothesis Testing
Direct Effect Analysis In First Model Sub-StructureSPSS Model Results First
Coefficients
Unstandardized Standardized
Model Coefficients Coefficients t Sig.
B Std. Error Beta
(Constant) 48.588 7.191 6.757 .000
X1 .165 .062 .212 2.681 .008
X2 .217 .058 .295 3.741 .000
X3 .274 .079 .247 3.458 .001
a. Dependent Variable: Y
First Structural Model

Academic Culture
ρy1 = 0,212
(X1)

ρy3 = 0,247
Service quality Satisfaction
(X3) Customer
(Y)
ρy2 = 0,295
Climate of
Organization
Communication
(X2)

The structural equation 1 shows the result of the statistical calculation of direct influence of
academic culture toward the customer satisfaction of 0.212 with the tcount of 2,681. Since the tcount
is greater than the ttable value at dk = 175 for α = 0.05 of 1.96, then H0 is rejected and H1 is
accepted. Thus, the academic culture has a direct positive effect on customer satisfaction. The direct
influence of the climate of organizational communication to customer satisfaction of 0.295 with a
tcount of 3.741. Since the tcount is greater than the ttable value at dk = 175 for α = 0.05 of 1.96, then
H0 is rejected and H1 is accepted. Thus the climate of organizational communications have a direct
positive effect on customer satisfaction. The direct influence of service quality on customer
satisfaction of 0.247 with a tcount of 3.458. Since the tcount is greater than the ttable value at dk =

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175 for α = 0.05 of 1.96, then H0 is rejected and H1 is accepted. Thus the quality of service directly
positive effect on customer satisfaction.
Direct Influence Analysis On SubStructure of the Second ModelSecond SPSS Model Results

Coefficients
Unstandardized Standardized
Model Coefficients Coefficients t Sig.
B Std. Error Beta
(Constant) 59.968 5.150 11.645 .000
X1 .222 .057 .316 3.924 .000
X2 .202 .053 .305 3.790 .000
a. Dependent Variable: X3
Second Structural Model

Academic Culture ρ31 = 0,316

(X1)
Service
ρ32 = 0,305
Climate of quality (X3)
Organization
Communication
(X2)

The structural equation 2 shows the result of the statistical calculation of direct influence of
academic culture on the quality of service amounted to 0.316 with the tcount of 3,924. Since the
tcount is greater than the ttable value at dk = 176 for α = 0.05 of 1.96 then H0 is rejected and H1 is
accepted. Thus, academic culture has a direct positive effect on service quality. The direct influence
of organizational communication climate to the quality of service amounted to 0.305 with a tcount of
3.790. Since the tcount is greater than the ttable value at dk = 176 for α = 0.05 of 1.96, then H0 is
rejected and H1 is accepted. Thus the climate of organizational communication has a direct positive
effect on service quality.
Model of structural relationship between variables can be seen in the picture as follows:

Academic Culture
(X1)

ρy1 = 0,212
ρ31 = 0,316 (r1y =0,520)
(r13 = 0,506)

Satisfaction
ρy3Service
= 0,247 Customer
quality (X3) (r3y = 0,502) (Y)

ρ32 = 0,305
(r23 = 0,502)

ρy2 = 0,295
(r2y = 0,550)
Climate of
Organization
Communication 140
(X2)
 From the results of the analysis and calculation process performed on the part of direct
influence, can be summarized as follows :
Direct Variable Influence
Path TTable
Variable TCount Decision Test
Coefficient (0.05)
Ho is rejected, H1 is accepted,
X1 To Y 0,212 2,681 1,96 there is a positive direct effect of
X1 to Y
Ho is rejected, H1 is accepted,
X2 tTo Y 0,295 3,741 1,96 there is a positive direct effect of
X2 to Y
Ho is rejected, H1 is accepted,
X3 To Y 0,247 3,458 1,96 there is a positive direct influence
of X3 on Y
Ho is rejected, H1 is accepted,
X1 To X3 0,316 3,924 1,96 there is a positive direct effect of
X1 to X3
Ho is rejected, H1 is accepted,
X2 To X3 0,305 3,790 1,96 there is a direct positive influence
of X2 on X3

DISCUSSION
The results of the first hypothesis analysis resulted in the finding that the academic culture
had a direct positive effect on customer satisfaction. This finding supports the theory put forward by
David D. Dill;
The strength of academic culture is particularly important when academic institutions face
declining resources. During these periods the social fabric of the community is under great
strain. If the common academic culture has not been carefully nurtured during periods of
prosperity, the result can be destructive conflicts between faculties, loss of professional
morale, and personal alienation.
The strength of academic culture is critical when academic institutions face a decline in resources.
During this period, the social structure of society was under enormous pressure. If a general
academic culture has not been carefully cultivated during a period of prosperity, the result can be a
destructive conflict between faculty, the loss of professional morale, and personal alienation.
The results of the second hypothesis analysis resulted in the finding that the climate of
organizational communication had a direct positive effect on customer satisfaction. This finding
supports the theory put forward by Dorothea Revelation Ariani;
Organizational communication climate is the atmosphere of communication and interaction
among members within the organization. Organizational communication climate is a
dynamic process and involves techniques, networking, and complex. Organizational
communication climate is important for organizational members to be able to better engage
in the organization, convey information, build trust and cooperation with each other,
understand and coordinate the work, improve communication and learning climate, and to
achieve individual satisfaction and all members of the organization.
Climate communication organization is the atmosphere of communication and interaction between
members within the organization. The climate of organizational communication is a dynamic process
and involves techniques, relationships, and complex ones. The organization's communication climate

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is important for members of the organization to be more involved in the organization, convey
information, build trust and cooperation with each other, understand and coordinate work, improve
communication and learning atmosphere, and to achieve individual satisfaction and all members of
the Organization.
The result of the third hypothesis analysis resulted the finding that service quality had a
positive direct effect on customer satisfaction. This finding supports the theories put forward by
Rajani, Gautam and Sangeeta;
Provides a view of the relationships between service quality and customer satisfaction
when the former is operationalized as a multidimensional, hierarchical construct.
Results show that the relationship between customer satisfaction and service quality is
significant at any level of abstraction of the latter indicating that each subdivision is
appropriately conceived as an important aspect of service quality.
A view of the relationship between service quality and customer satisfaction when the first is
operationalized as a multidimensional hierarchy of construction. The results show that the
relationship between customer satisfaction and service quality is significant at each level of the latter
abstraction indicates that each subdivision is correctly understood as an important aspect of service
quality.
The results of the fourth hypothesis analysis resulted in the finding that the academic culture
had a direct positive effect on the quality of service. These findings support the theory put forward by
Roland; "In the long run, educational experience can be enhanced through the academic culture that
the improvement of the transformation process is a step in translating service quality into practical
outcomes". In the long run, educational experience can be enhanced through academic culture so
improving the transformation process is the first step in translating service quality more practically.
The results of the fifth hypothesis analysis resulted in the finding that the climate of
organizational communication has a direct positive effect on service quality. These findings support
the theory put forward by Beth Ann Heyart;
Climate for service refers to employee perceptions of the practices, procedures, and
behaviors that get rewarded, supported, and expected with regard to customer service and
customer service quality. For example, to the extent that employees perceive that they are
rewarded for delivering quality service, their organization’s service climate will be stronger.
Additionally, perceptions that customer service is important to management will also
contribute to a strong service climate.
Climate for services refers to employee perceptions of practices, procedures, and behaviors
that receive rewards, support, and expectations regarding customer service and customer service
quality. For example, as long as employees feel rewarded for providing quality services, their
organization's service climate will become stronger. In addition, the perception that customer service
is important to management will also contribute to a strong service climate.

CONCLUSION
Based on the results of the analysis and discussion described in Chapter IV, it can be
concluded as follows:
Academic culture has a direct positive effect on customer satisfaction. That is, a good
academic culture can increase customer satisfaction. Therefore, the Jakarta High School of
Transportation Management should be able to build an academic culture oriented towards the
creation of customer satisfaction in this case is the student. Climate communication organization
directly positive effect on customer satisfaction. That is, a conducive organizational communication
climate can increase customer satisfaction. Therefore, all relevant parties from the Jakarta
Transportation Management School should further create an atmosphere of organizational
communication that is enjoyable, especially internally, the organization. Quality of service directly

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positive effect on customer satisfaction. That is, the quality of good service can improve customer
satisfaction. Therefore, the Jakarta High School of Transportation Management should be able to
provide excellent service to its students without exception. Academic culture has a direct positive
effect on service quality. That is, the empirical improvement of academic culture in a positive way
will have an impact on improving service quality. Therefore, all parties involved in the Jakarta
Transportation Management School must build academic culture in the form of shared systems,
symbols, beliefs, attitudes, academic values, expectations, and behavioral norms within the academic
environment. Climate communication organization directly positive effect on service quality. That is,
a good organizational communication climate can improve the quality of service. Therefore, all
parties from Jakarta Transportation High School should be able to build a conducive organizational
communication climate so that it can provide excellent service to the students.

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